Screen pop
Screen pop is a call centre term that refers to the feature of a computer telephony integration (CTI) which automatically displays customer information via a window or dialog box on an agent's computer upon answering a customer's call.
For inbound calls, the data displayed typically contains call information such as:
- Caller ID
- Automatic number identification
- Dialed Number Identification Service
- Information entered from an Interactive voice response system.
- Extended information derived from one of the above. For example, the CTI system looking up in a database an order the caller just entered in an IVR, and displaying that order's information to the agent.